Technical Support Engineering IC5 at Microsoft

, , United States -

Full Time

Start Date

Immediate

Expiry Date

02 Mar, 26

Salary

203600.0

Posted On

02 Dec, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Technical Support, Troubleshooting, Collaboration, Product Improvement, Automation Tools, Diagnostic Processes, Customer Solutions, Incident Resolution, Configuration Management, Code Review, Technical Consulting, Mentoring, Content Creation, Quality Assurance, Debugging, Case Resolution

Industry

Software Development

Description

Performs complex product troubleshooting and remediation when needed. Collaborates on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve complex customer issues. Assists in the development of end-to-end readiness programs for new and existing technology. Contributes to product improvements by filing bugs and design change requests, and recommends potential fixes to validate resolution prior to shipping to customer or production in order to prevent customers from being impacted. Business Integration Uses business integration knowledge to influence strategy when engaging with customers, partners, and teams. Product/Process Improvement Leads case triage meetings and/or case discussions to share knowledge with other engineers and develop customer solutions. Takes learnings from triage meetings to communicate readiness needs to manager or readiness team. Reviews diagnostic processes and collaborates to design complete systems that simplify tools automation and eliminate systematic diagnostic issues. Builds automation tools. Contributes to product improvements by filing bugs and design change requests, and recommends potential fixes to validate resolution prior to shipping to customer or production in order to prevent customers from being impacted. Acts as a trusted advisor to the product group, in a designated discipline or technology, to influence, improve, or propose fixes. Makes improvements based on feedback provided. Translates feedback and creates processes and workflows for case resolution. Readiness Assists in the development of end-to-end readiness programs (e.g., mentoring, leading triages, content creation, brown bag sessions, blogs, quality assurance checks, writes technical articles) for new and existing technology. Response and Resolution Collaborates on cross-team and cross-product technical issues by working with resources from other groups including support engineering groups, product groups, services team, and account team as needed to resolve highly complex customer issues. Reviews highly complex issues and contacts customers to understand issue. Ensures customers stay informed as to the status/solution of their issue. Utilizes troubleshooting tools (e.g., debugging) to help resolve customer issues. Supports the business both locally and globally to drive business. Serves as a technical escalation point. Performs complex product troubleshooting and remediation when needed. Works alongside the development teams to drive incident resolution for configuration, code, or other service deficiencies impacting customers. Analyzes patterns of problems and identifies workflows to optimize support engineering delivery for a team or region level. Resolves highly complex cases and by working on the end-to-end on case resolution. Serves as an escalation point for other engineers to assist in resolving cases. May have to work with product group or engineering team. Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 5+ years of technical support, technical consulting experience, or information technology experience OR 7+ years of technical support, technical consulting experience, or information technology experience. Technical Support Engineering IC5 - The typical base pay range for this role across the U.S. is USD $106,400 - $203,600 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $137,600 - $222,600 per year. Certain roles may be eligible for benefits and other compensation.

Responsibilities

The role involves performing complex product troubleshooting and collaborating on cross-team technical issues to resolve customer problems. Additionally, it includes assisting in the development of readiness programs and contributing to product improvements.